Month: March 2022

“Your Call May Be Recorded…” But Who Listens?

How many times have you contacted a call center only to be greeted with an automated voice that says, “This call may be recorded for training purposes”? Recording inbound calls have become routine. However, does anyone really use these recordings? Do they really have sufficient value for training purposes to sift through every call, or […]

Written by on March 24, 2022

“You Speak My Language”: The Need for Industry-specific ASR

The automated speech recognition (ASR) market is booming and is expected to be worth $31.82 billion by 2025. While much of ASR development is being used to power consumer products and virtual assistants such as Amazon’s Alexa, the boom in speech recognition will have a dramatic impact on contact centers as well. As ASR technology […]

Written by on March 9, 2022